About Us
At Workwarp, we're on a mission to revolutionize the way businesses interact with their customers. As a leading innovator in the industry, we're committed to creating a world where anyone can belong anywhere. Our team is dedicated to upholding our core values and driving innovation in every aspect of our operations. We're excited to have you join our journey and contribute to shaping the future of customer experience.
Job Summary
We're seeking an experienced Routing & Channel Optimization Coordinator to join our Channel Performance and Optimization team. As a key member of our team, you'll play a vital role in supporting the strategic direction of the team and driving tactical changes to our routing & configuration for all channels, including inbox setup and permissions. If you're a highly analytical, organized, and excellent communicator with a passion for delivering seamless customer experiences, we want to hear from you!
Key Responsibilities
As a Routing & Channel Optimization Coordinator, you'll be responsible for:
- Collaborating with technical teams to drive optimization of rules and flows to ensure optimum customer experience and business efficiency
- Collaborating with technical teams and product managers to drive requirements & strategy for customer contact channels
- Maintaining industry knowledge of current & evolving technologies for channel routing and optimization
- Defining and driving routing prioritization, including hours of coverage, overflows, and service level protection
- Working closely and collaboratively with CS operations and engineering teams to ensure reliable operations and SLAs are met or exceeded
- Establishing and supporting the ongoing process for real-time updates to channel routing, including updates to routing messages and announcements to cover all emergency situations and coordinate delivery through our real-time teams
- Messaging inbox creation
- Messaging routing trigger and routing creation
- Queue management maintenance and updates
- Supporting project teams in creating new inboxes or routing flows
- Supporting movement of work-types between in-house and partner operations by delivering changes to routing and inboxes
- Actively supporting tactical changes during backlog situations with overflow routing and temporary inbox creation
- Working with the team and stakeholders across CS, Product, and Engineering to ensure we're optimizing our chat service, messaging, and call routing
- Supporting and consulting on the development of channel performance dashboards and alarms
- Executing roadmaps and plans for contact channels to support the business and collaborating with other areas of the business for prioritization within the overall roadmaps
Qualifications
To be successful in this role, you'll need:
- Strong technical CS experience in large-scale operations
- 3+ years of experience in a similar role supporting channel delivery/optimization teams
- Bachelor's degree in a business discipline (ideally)
- Exceptional collaboration, partnership, and influencing skills with the ability to work in a global environment across multiple locations and time zones
- Demonstrated interpersonal skills to interface well with operations and business partners at all levels
- Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders
- Strong customer engagement and relationship management skills
- Comfortable in an ambiguous matrixed organization
- Strategic platform and system thinker who can balance big-picture strategy with detailed, flawless execution
- Creativity and ability to work independently with limited guidance, with proven ability to create structures and develop operational concepts
- High tolerance for ambiguity and ability to perform under pressure to meet deadlines
- Self-motivated and driven, used to being in a fast-paced environment
- Analytical – ability to tell a story with data and metrics, well-developed problem-solving and analytical skills, strong attention to detail
What We Offer
As a Routing & Channel Optimization Coordinator at Workwarp, you'll enjoy:
- A competitive salary range of $77,000 to $101,500, dependent on education, experience, and skills
- Eligibility for bonus, equity, benefits, and Employee Travel Credits
- A dynamic and fast-paced work environment with opportunities for growth and development
- A collaborative and supportive team culture with a focus on innovation and customer satisfaction
- Access to cutting-edge technologies and tools to drive your success
- Opportunities for professional growth and development, including training and mentorship programs
How to Apply
If you're a motivated and experienced professional with a passion for delivering seamless customer experiences, we want to hear from you! Apply today and let's build the future together.
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